Mortgage questions that show where borrowers got lost
Ask borrowers how getting their mortgage went, from the advice and paperwork to the rate they chose. Each question below comes with when to ask it and what the answer tells you.
What mortgage client survey questions tell you
Mortgage client survey questions ask borrowers how their mortgage went with your broker or agency: how easy approval was, how clear the rate and fees were, what nearly stopped the application and how confident they feel about the payments ahead. Borrowers often sign without asking about what confused them, and a question they didn't ask can become a complaint a year later.
Ask within a week or two of approval or closing, by email or with a link. Pick five or six questions: the effort score, the grid, the rate and fee questions and one open question. The questions ask about the experience and the choices, never for account numbers or income figures.
Each written answer gets a category, a theme and a sentiment, and each response an urgency, so a borrower confused about the rate reaches an advisor while it can still be explained. Select No on the fees question in Results to read everything those borrowers said.
- Questions
- 14
- Best asked
- A week or two after approval
- Industry
- Real estate
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 mortgages with an agent questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
How the application went
The effort score, the grid and the days to approval show where applications stall, and the blocker question names the reason.
- 01Customer effort
How easy was it to get your mortgage approved?
A customer effort score for getting the mortgage approved. Results shows the average and the share who found it easy; read the low scores with the blocker question to see what made it hard.
- 03Matrix
Rate each part of the mortgage process
Rates the advice, the paperwork, the speed and how the costs were explained in one grid. The heat map shows which part of the process lets borrowers down.
- 06Ruler
How many days from application to approval?
Days from application to approval, on a ruler up to 90. Results shows the median and the middle half, which gives the next borrower an honest estimate.
- 09Multiple choice
What nearly stopped your application?
Lets borrowers pick everything that nearly stopped the application, from proof of income to timing. Keep Nothing in the list, and use the shares to decide which documents to ask for earlier.
Whether borrowers understood
Ask about the rate, the fees and the paperwork, the parts nobody should sign without understanding, and what borrowers would tell the next one.
- 04Yes / No
Did you understand the rate you were offered?
A plain yes or no on whether the borrower understood the rate. Give every No an owner in the inbox and offer a short call before the first payment.
- 12Yes / No
Were all the fees clear before you signed?
A plain yes or no on whether every fee was clear before signing. Select No in Results to read those borrowers' answers to the paperwork question.
- 05Text
What part of the mortgage paperwork confused you most?
An open question about the paperwork that confused borrowers most. Each answer gets a theme, so you can rewrite the documents and checklists that come up again and again.
- 08Big scale
How confident do you feel about the payments ahead?
How confident the borrower feels about the payments ahead, from 1 to 10. A low score is worth a call to walk through the payment schedule and what happens when a fixed rate ends.
- 14Text
What advice would you give someone applying for their first mortgage?
Asks what borrowers would tell someone applying for a first mortgage. The answers are plain-language tips for your guides, and each arrives with a theme.
How borrowers chose
These show what borrowers weigh and where they went, which helps you shape the advice you give first.
- 02Ranking
Rank what mattered most when you picked your mortgage
Borrowers put the rate, the monthly payment, the fees, the speed and the advice in order. Results shows the average place per item, which tells you what to lead with in a first meeting.
- 07Multiple choice
How did you choose your lender?
How the borrower chose a lender, from the broker's suggestion to their own bank. Results shows a donut with each share, so you can see how much weight your advice carries.
- 11Dropdown
What kind of rate did you take?
The kind of rate the borrower took. Change the options to the products your market offers, and keep I am not sure, since a high share of it is a finding on its own.
- 13Number
How many lenders did you apply to?
How many lenders the borrower applied to. Results shows the median and the middle half, and a rising figure suggests approvals are getting harder.
- 10Slider
How much of the home's price is covered by the mortgage?
The share of the price the mortgage covers, on a slider from 0 to 100. Results shows the median and the middle half, a quick picture of the deposits your borrowers bring.
Tips for asking about mortgages with an agent
Small choices that get honest, useful answers.
- 01
Ask once the mortgage is approved
Send the survey within a week or two of approval or closing, while the paperwork is still fresh.
- 02
Keep to the experience
Ask how clear the rate and fees were. Leave account numbers, income figures and credit details out of a feedback survey.
- 03
Follow up on every confused borrower
Give each No on the rate or fees question an owner in the inbox, and offer a call to explain before the first payment.
- 04
Fit the options to your market
Change the rate types and the blocker list to match the products and checks your lenders use, so borrowers find their own answer in the list.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about mortgages with an agent
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Within a week or two of approval or closing. Usertick sends to a contact list now or on a date up to 30 days ahead, and there is no automatic send when a lender approves a case in another system.
Keep it to the experience: how easy approval was, how clear the costs were and what nearly stopped the application. A feedback survey should never ask for account numbers or credit details.
The effort score, whether the rate was understood and whether the fees were clear. Add the grid when you want to know which part of the process to fix.
On every plan, a workflow can send responses to HubSpot. From Starter, it can also add rows to Google Sheets or call a webhook.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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